ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORY
Autor(a) principal: | |
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Data de Publicação: | 2008 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por eng spa |
Título da fonte: | RAM. Revista de Administração Mackenzie |
Texto Completo: | https://editorarevistas.mackenzie.br/index.php/RAM/article/view/75 |
Resumo: | This article exhibits a case study that analyses the managerial ethics of a retail organization, from the shopping centre sector, in its relation with its regular consumer (shoppers), via the Consumer Attendance Service, utilizing the Business Ethics theoretical construct, developed by Lozano (1999). From the methodological point of view, the data were sampled by an interview with managers, and by the application of a questionnaire, based on the 2003 ETHOS indicators of managerial social responsibility. It was utilized, also, the content analysis of the ethics code, of the internal regiment, of the managerial mission and of the consumer assistance manual. Other data were sampled through a systematic observation, a survey of data in the CAS, a research in the PROCON – (Bureau of Consumer Protection), and simulations of service demands in the CAS. We concluded that the company relation policies towards its shoppers, which utilize the Consumer Attendance Service (CAS), manifest the concern of the group in improving the institution image with that public. The company was more concerned with its civil responsibility, to protect itself against eventual juridical problems, in its relationships with its shoppers, than with the values statement and with its insertion in the administrative processes of the researched company sector. |
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ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORYAnálise do serviço de atendimento ao freqüentador de uma organização varejista à luz de um marco referencial de ética nos negóciosThis article exhibits a case study that analyses the managerial ethics of a retail organization, from the shopping centre sector, in its relation with its regular consumer (shoppers), via the Consumer Attendance Service, utilizing the Business Ethics theoretical construct, developed by Lozano (1999). From the methodological point of view, the data were sampled by an interview with managers, and by the application of a questionnaire, based on the 2003 ETHOS indicators of managerial social responsibility. It was utilized, also, the content analysis of the ethics code, of the internal regiment, of the managerial mission and of the consumer assistance manual. Other data were sampled through a systematic observation, a survey of data in the CAS, a research in the PROCON – (Bureau of Consumer Protection), and simulations of service demands in the CAS. We concluded that the company relation policies towards its shoppers, which utilize the Consumer Attendance Service (CAS), manifest the concern of the group in improving the institution image with that public. The company was more concerned with its civil responsibility, to protect itself against eventual juridical problems, in its relationships with its shoppers, than with the values statement and with its insertion in the administrative processes of the researched company sector.Este artigo apresenta um estudo de caso que aborda a ética empresarial de uma organização varejista, do setor de shopping centers, no relacionamento com os seus freqüentadores (shoppers), via serviço de atendimento a clientes, por meio do construto teórico da Business Ethics, desenvolvido por Lozano (1999). Do ponto de vista metodológico, os dados foram coletados a partir de entrevista com gestores e aplicação de um questionário baseado nos indicadores 2003 ETHOS de responsabilidade social empresarial. Utilizou-se, também, da análise de conteúdo do código de ética, regimento interno, missão empresarial e manual de atendimento ao cliente. Outros dados foram coletados por meio de observação sistemática, levantamento de dados junto ao SAC, pesquisa no PROCON e simulações de demandas de serviço junto ao SAC. Concluímos que a políticas de relacionamento da empresa com os shoppers que recorrem ao Serviço de Atendimento ao Consumidor (SAC) estão revestidas da preocupação do grupo em melhorar a imagem da instituição junto a esse público. A empresa mostrou-se mais atenta à sua responsabilidade civil no sentido de resguardar-se de eventuais problemas de ordem jurídica nas suas relações com o shopper, do que com a afirmação de valores e sua inserção nos processos administrativos do setor da empresa pesquisado.PALAVRAS-CHAVE: Etica empresarial; Responsabilidade social empresarial; Servico de atendimento a clientes; Shopper.Editora Mackenzie2008-07-23info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfapplication/pdfhttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/75Revista de Administração Mackenzie; Vol. 6 No. 2 (2005)Revista de Administração Mackenzie; Vol. 6 Núm. 2 (2005)Revista de Administração Mackenzie (Mackenzie Management Review); v. 6 n. 2 (2005)1678-69711518-6776reponame:RAM. Revista de Administração Mackenzieinstname:Universidade Presbiteriana Mackenzie (MACKENZIE)instacron:MACKENZIEporengspahttps://editorarevistas.mackenzie.br/index.php/RAM/article/view/75/75https://editorarevistas.mackenzie.br/index.php/RAM/article/view/75/1960https://editorarevistas.mackenzie.br/index.php/RAM/article/view/75/1961Copyright (c) 2015 Revista de Administração Mackenzieinfo:eu-repo/semantics/openAccessPires, Álvaro Marconi FerreiraPena, Roberto Patrus Mundim2011-01-14T20:20:40Zoai:ojs.editorarevistas.mackenzie.br:article/75Revistahttps://editorarevistas.mackenzie.br/index.php/RAM/PUBhttps://editorarevistas.mackenzie.br/index.php/RAM/oairevista.adm@mackenzie.br1678-69711518-6776opendoar:2024-04-19T17:00:25.405981RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE)false |
dc.title.none.fl_str_mv |
ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORY Análise do serviço de atendimento ao freqüentador de uma organização varejista à luz de um marco referencial de ética nos negócios |
title |
ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORY |
spellingShingle |
ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORY Pires, Álvaro Marconi Ferreira |
title_short |
ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORY |
title_full |
ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORY |
title_fullStr |
ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORY |
title_full_unstemmed |
ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORY |
title_sort |
ANALYSIS OF A RETAIL ORGANIZATION IN THE SHOPPING CENTER BUSINESS, IN ITS RELATIONSHIP WITH CLIENTS, VIA CUSTOMER SERVICE, BY USING AN BUSINESS ETHICS THEORY |
author |
Pires, Álvaro Marconi Ferreira |
author_facet |
Pires, Álvaro Marconi Ferreira Pena, Roberto Patrus Mundim |
author_role |
author |
author2 |
Pena, Roberto Patrus Mundim |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Pires, Álvaro Marconi Ferreira Pena, Roberto Patrus Mundim |
description |
This article exhibits a case study that analyses the managerial ethics of a retail organization, from the shopping centre sector, in its relation with its regular consumer (shoppers), via the Consumer Attendance Service, utilizing the Business Ethics theoretical construct, developed by Lozano (1999). From the methodological point of view, the data were sampled by an interview with managers, and by the application of a questionnaire, based on the 2003 ETHOS indicators of managerial social responsibility. It was utilized, also, the content analysis of the ethics code, of the internal regiment, of the managerial mission and of the consumer assistance manual. Other data were sampled through a systematic observation, a survey of data in the CAS, a research in the PROCON – (Bureau of Consumer Protection), and simulations of service demands in the CAS. We concluded that the company relation policies towards its shoppers, which utilize the Consumer Attendance Service (CAS), manifest the concern of the group in improving the institution image with that public. The company was more concerned with its civil responsibility, to protect itself against eventual juridical problems, in its relationships with its shoppers, than with the values statement and with its insertion in the administrative processes of the researched company sector. |
publishDate |
2008 |
dc.date.none.fl_str_mv |
2008-07-23 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://editorarevistas.mackenzie.br/index.php/RAM/article/view/75 |
url |
https://editorarevistas.mackenzie.br/index.php/RAM/article/view/75 |
dc.language.iso.fl_str_mv |
por eng spa |
language |
por eng spa |
dc.relation.none.fl_str_mv |
https://editorarevistas.mackenzie.br/index.php/RAM/article/view/75/75 https://editorarevistas.mackenzie.br/index.php/RAM/article/view/75/1960 https://editorarevistas.mackenzie.br/index.php/RAM/article/view/75/1961 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2015 Revista de Administração Mackenzie info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2015 Revista de Administração Mackenzie |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/pdf application/pdf |
dc.publisher.none.fl_str_mv |
Editora Mackenzie |
publisher.none.fl_str_mv |
Editora Mackenzie |
dc.source.none.fl_str_mv |
Revista de Administração Mackenzie; Vol. 6 No. 2 (2005) Revista de Administração Mackenzie; Vol. 6 Núm. 2 (2005) Revista de Administração Mackenzie (Mackenzie Management Review); v. 6 n. 2 (2005) 1678-6971 1518-6776 reponame:RAM. Revista de Administração Mackenzie instname:Universidade Presbiteriana Mackenzie (MACKENZIE) instacron:MACKENZIE |
instname_str |
Universidade Presbiteriana Mackenzie (MACKENZIE) |
instacron_str |
MACKENZIE |
institution |
MACKENZIE |
reponame_str |
RAM. Revista de Administração Mackenzie |
collection |
RAM. Revista de Administração Mackenzie |
repository.name.fl_str_mv |
RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (MACKENZIE) |
repository.mail.fl_str_mv |
revista.adm@mackenzie.br |
_version_ |
1796794715846213632 |